Full Product Manual

PN 365-095-28610 x.3 SURFboard SB6190 Cable Modem User Guide

Chapter 7

Troubleshooting Tips

If the solutions listed in the Troubleshooting Solutions table below do not solve your problem,

please contact your service provider for assistance. Your service provider may ask for the

status of the SB6190 front panel LEDs (see Front Panel LED Icons and Error Conditions) for

more information).

You may have to reset the SB6190 configuration to the default factory settings if the SB6190 is

not functioning properly. See Restore the SB6190 Factory Default Settings for more

information.

Solutions

Table 5. Troubleshooting Solutions

Modem Problem

Possible Solution

Power LED Icon is OFF

 Check the power connection from the cable modem to the

electrical wall outlet.

 Check that the electrical wall outlet is working.

 Is the outlet controlled by a light switch?

If so, disconnect the cable modem power cord and

connect it to another electrical wall outlet that is not

controlled by a light switch.

Cannot Send or

Receive Data

 Check each end of the coaxial cable connection on the cable

modem and cable wall outlet.

Use your hand to tighten each connector, if necessary.

 Check the Ethernet cable to make sure it is properly

connected to the cable modem and computer.

 On the front panel, check the status of the LED icons and

refer to Front Panel LED Icons and Error Conditions to

identify the problem.

 If you have cable television service, check your television to

ensure your cable service is operating properly.

 If none of the above solutions resolves the problem, contact

your service provider or call ARRIS Technical Support at

1-877-466-8646 for assistance.